Vacancies at Nexio

ROLE PURPOSE

• To provide high-level, high-quality assurance role to Vodacom Business cooperate clients, in the Customer Services Operations Centre (CSOC) Resolver Team 2.

ROLE ACCOUNTABILITIES / KEY ACTIVITIES

• To provide a high-level, high-quality service assurance role to Vodacom Business corporate clients, in the Customer Services Operations Centre [CSOC] RT2
• Support all technical aspects of a Converged Network infrastructure, MPLS, SDWAN
• Reporting of all incidents to relevant parties
• Liaising with Client on all technical related events and fault resolutions
• Fault Management update on Siebel SRM
• Client update and follow up until incident closure: Complete understanding of ITIL practices.
• Cross collaboration with all levels within the Organization
• Service request management
• Fault diagnosis / Troubleshooting
• Monitoring
• Vendor management
• Provide Service desk 1st line support to customers.
• Responsible for Incident resolution
• Understanding of IP/GSM/Telecommunications/ICT Industry
• MPLS
• SDWAN

Core Competencies

• Deciding and Initiating Action
• Applying Expertise and Technology
• Planning and Organising
• Analysing
• Learning and Researching

QUALIFICATIONS AND EXPERIENCE

• CCNA
• At least 3-5 years’ experience of which 2 years must be within a networking environment with 1 year with of service provider focus.
• Grade 12 and with valid CISCO Certifications

Deadline:25th July,2025

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ROLE PURPOSE

• The Transmission Assurance role is responsible for providing a function within the Transmission Service Assurance space and support operations for global EBU customers. This entails Monitoring of Access Nodes, resolving and communicating failures as and when they occur.

ROLE REQUIREMENT

• Perform assurance on the transmission network for a NOC perspective 24/7/365 – shift working
• Assisting to resolve P1 to P4 failures by engaging with high level
• Provide transmission assurance support to and from Field Force Outsource for Edge and Access infrastructure
• Effectively communicate status of service outages and escalate as per established Vendor support and escalation matrix.
• Ensure that all faults are fixed within the relevant SLA.
• To use reports from OSS platforms to identify issues and failures that need corrective action.
• Provide transmission assurance support to Operations, NMG & EBU Edge and Access infrastructure
• Liaise with vendors and fibre providers for resolution of the network faults within the agreed timelines
• Perform scheduled preventive maintenance for proactive support for global customers.

Core competencies, knowledge & experience

• High level understanding and experience in DWDM network
• Good knowledge & experience in the Optical Fiber technologies, and Synchronization.
• Good understanding of routing and transport protocols (BGP, OSPF, IS-IS, MPLS etc.)
• Troubleshooting skills
• Analytical thinker & solution oriented Resilient planning & implementation

Must have technical / professional qualifications

• B-Tech degree Electrical or Electronic Engineering or IT related degree
• 3 - 5 years’ work experience in telecoms industry specific to Transmission Assurance (Maintenance) and Transmission Systems
• Minimum 5 years exposure in troubleshooting large IP/MPLS networks
• CCNA in Routing and Switching essential with CCNP advantageous
• Symmetric, Nokia and application thereof

Deadline:25th July,2025

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ROLE PURPOSE

• The Analyst gathers feedback from customers regarding the customer’s satisfaction with the service support provided by the VB CSOC. This feedback is gathered by conducting an event-based telephonic survey following a logged service request. The ratings provided by the customer are captured in Service Now and excel spreadsheet and reported on.

ROLE REQUIREMENT
Call Sourcing and Survey Administration

• Source calls from SNOW based on predefined parameters.
• Reach the daily target of completed customer satisfaction survey calls (CSOC).
• Capture and record customer responses accurately from surveys.

 Reporting & Communication

• Send daily updates via email to relevant stakeholders (e.g., managers).
• Compile and submit weekly performance and feedback reports using MS Word or PowerPoint.
• Ensure all monthly survey data is submitted to the team leader on time for consolidated reporting.

Customer Engagement and Onboarding

• Assist in onboarding customers onto the SNOW portal.
• Act as the primary contact for customer satisfaction-related inquiries and issues.
• Facilitate effective communication between customers and IT service teams to address concerns promptly.

Customer Feedback Management

• Contribute to the design and implementation of customer satisfaction surveys and feedback channels.
• Collect and analyse feedback through surveys, focus groups, and direct interactions.
• Identify trends, areas of improvement, and service strengths through feedback analysis.

 Performance Analysis and Improvement

• Develop detailed reports and dashboards to communicate customer insights to stakeholders.
• Present customer satisfaction metrics in internal service review meetings.
• Collaborate with IT service management teams to develop and track action plans based on feedback.
• Monitor the impact of service improvement initiatives on customer satisfaction.
• Advocate for customer-centric changes in IT service delivery.

Process Alignment & Continuous Improvement

• Ensure customer satisfaction activities align with ITIL best practices and are integrated into the IT service lifecycle.
• Support the implementation and continual improvement of ITIL processes related to service strategy, design, transition, operation, and improvement.

QUALIFICATIONS & EXPERIENCE

• A minimum qualification of a National Senior Certificate (Grade 12).
• A higher education would be advantageous.
• Good knowledge of MS Outlook, Word, Excel and PowerPoint.
• Ability to work independently and without direct and constant supervision.
• Self-driven, motivated and trustworthy professional with integrity (Comfortable with routine tasks).
• Telephone etiquette.
• Professional always.
• Articulate in speech.
• Good interpersonal skills.
• Customer service, the analyst making the calls must be patient and attentive to customers.
• Contributes to team effort by accomplishing/producing results as needed.
• Administrative support (Data capturing).
• Attentive to detail and accuracy.
• Numeracy skills.
• Analysis of data (The ability to pick up trends).
• Good time management.
• Communication skills-The service analyst shall compile emails to forward to management.
• MS Word, Excel, PowerPoint, Outlook.

Deadline:25th July,2025
 

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ROLE PURPOSE

• The Incident Manager is responsible for managing the process to restore normal service operation as quickly as possible to minimize the impact on business operations. This includes managing the relevant escalations during the Incident process.
• This role involves leading the incident team, ensuring that all IT service disruptions are resolved efficiently and effectively, and maintaining high levels of service quality. The Incident Manager is accountable to the Incident Management Process Owner and performs the day-to-day operational and managerial tasks demanded by the process activities.
• An incident manager requires a blend of technical, managerial, and interpersonal skills to effectively handle and resolve incidents. 

ROLE REQUIREMENT
Policy, Process and Procedures

• Participate with the Incident Management Process Owner and Project Team in developing and maintaining the Incident Management Process, policies and procedures
• Understand the process, procedures, work instructions, policies, required documentation and tools
• Use the process, procedures, work instructions, policies, required documentation and tools as designed
• Ensure the Incident Management process is executed in line with the Incident Policy, Process and Procedure
• Ensure Incident Management KPIs are met, and the resolutions adhere to objectives set in Service Level Agreements
• Ensure that the Incident Management process operates effectively and efficiently through 1st, 2nd, and 3rd line support and Third-Party organizations.
• Monitor the Incident Management process, using Key Performance Indicators and make recommendations for improvement
• Drive the efficiency and effectiveness of the Incident Management Process
• Manage Major Incidents to conclusion
• Audit the Incident Management process

Escalation Management

• Follow, execute and enforce the relevant escalation management process
• Produce Management Information and reporting as operationally and contractually required
• Escalate to Line Management and the Incident Management Process Owner in the event of a conflict between process and Line Management

Root Cause Analysis

• Manage and own the RCA process and associated reporting in line with operational and contractual obligations
• Contribute to the identification of recurring outages through trending analysis so that Problem Management is notified for assistance in eliminating recurring incidents that the business wants to eliminate

Analysis and Reporting

• Analyze usage and performance data and report on Performance against targets contained in Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
• Reports on all Incidents, specified per service, process, department, and any other Key Performance Indicator that will be established

Training

• Identify training requirements of first line, second line and third line support staff and ensure that proper training is provided to meet the requirements
• Highlight customer and end user training and education needs through trending analysis and ensure that proper training is provided where necessary

KEY COMPETENCIES  

• Minimum qualification of a National Senior Certificate (Grade 12).
• Higher education would be advantageous.
• Good knowledge of MS Outlook, Word, Excel and PowerPoint.
• Ability to work independently and without direct and constant supervision.
• Self-driven, motivated and trustworthy professional with integrity (Comfortable with routine tasks).
• Strong problem-solving
• Strong communication skills at multiple business and technical levels
• Leadership, and decision-making abilities,
• Solid understanding of IT systems, specifically in a Network environment
• Solid understanding of the incident management process. 
• Be able to work in a rapid paced operations environment.
• Create, maintain, and implement detailed documentation and maintain standard operating procedures.

QUALIFICATIONS & EXPERIENCE

• Matric
• ITIL Foundation Certificate preferred
• Minimum of 2 -3 years of experience in IT service management, with a focus on incident management.
• Proven experience in leading and managing critical incident responses.

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Job Description
Senior Account Manager 

• The Senior Account Manager is responsible for driving revenue and gross profit growth by acquiring new business and managing key customer relationships across target market verticals. This role involves engaging at C-suite level, delivering tailored ICT solutions, and aligning client needs with Nexio’s product and service offerings. The Senior Account Manager plays a strategic role in building long-term client value through exceptional service, market insight, and cross-functional collaboration—ultimately contributing to the achievement of Nexio’s commercial objectives. 

Key Responsibilities 

•  The Senior Account Manager (SAM) will facilitate growth in the contribution to Revenue and Gross Profit of Nexio by chiefly developing new business and then managing customer engagements at all levels within the customer business landscape. 
• SAM will have enough knowledge of the market conditions from a macro and micro perspective to make informed decisions and provide direction to customers specific to their requirements. 
• As a SAM understanding the Industry Verticals and the strategies needed to be effective and offer Industry Specific solutions.  
• The SAM will assist in identifying solutions that need to be offered as part of collaboration with internal Nexio pre-sales-, product-, services- support staff with engaging, open communication and teamwork.  
• Engaging customers in unison with Nexio’s strategies and passion for service excellence and professionalism. 
• SAM engages at customer C-Levels and offers solution and services with a thorough and comprehensive understanding of their organization which supports the continued provision of essential solutions and services in a timely, efficient, and effective manner. 
• SAM needs to have the ability and is capable of prospecting large enterprises at an executive level and to manage multiple customer accounts efficiently and effectively. 
• Exciting the customer and delivering an exceptional experience is part and parcel of the SAM and what the SAM must provide. 
• Act as the customer lead to the extended solution and / or service delivery team. 
• The above objectives and ability to manage stakeholders and outcomes will be essential to succeed.  

ROLE REQUIREMENT 

• Alignment with key strategic initiatives as determined by the Board from time to time.
• Keeping abreast of technological changes and how it influences the engagement with the various customer market verticals.
• Complete understanding of Nexio’s annual Revenue and Gross Profit budget deliverables and how each individual AM’s success is imperative to delivering on target and on budget.
• Taking the lead and driving successful customer engagements coupled with engagement from the various Nexio support teams and back-office processes.
• Deliver on targeted Revenue and Gross Profit values
• Develop on a continuous basis a pipeline of prospects that will feed into the overall pipeline value of the business and meticulously update and progress pipeline opportunities to purchase orders.
• Thorough understanding of the market and market verticals and their associated technological and business requirements.
• Knowing, understanding and mapping Nexio focused solutions to customer requirements.

Additional Information:

• Being a Nexio Senior Account Manager is a high-profile professional person that is self-motivated and thrives on the challenges faced with customer engagement, self-improvement, fast paced and pressured environments.  A person with a will and a passion for success in a sales role.

TECHNICAL / PROFESSIONAL COMPETENCIES

• A successful Senior Account Manager is a self-motivated individual who can perform at optimal levels under pressure.
• Ideally must be an expert in an enterprise business or industry vertical.
• A good communicator and an original thinker that can offer ideas about generating new sales and effectively deal with people to maintain customer satisfaction.
• Ability to market and close the sale of solutions.
• Negotiation skills to secure accounts at a profit.
• Interpersonal skills to communicate with customers over the phone and in face-to-face meetings.
• Analytical skills to judge the current market and the competition to set accurate pricing.

QUALIFICATIONS & EXPERIENCE

• Matric
• Degree in Business Administration, Marketing, or similar field.
• Post Graduate qualification in Business Administration, Marketing, or similar field will be advantageous.
• 8+ years' experience delivering solution led sales.
• Understanding of sales performance metrics.
• Advanced knowledge of CRM software and MS Office.
• Hands on experience in sales and an ability to deliver.
• Advanced customer experience management capability
• An ability to deliver projects and answer inquiries on time.
• Advanced understanding of value propositioning based on customer needs.
• Satisfaction in a high tech. environment essential.

LEADERSHIP COMPETENCY REQUIREMENTS

• Exceptional team management skills.
• Excellent verbal and written communication.
• Ability to delegate efficiently.
• Extensive industry knowledge with an eye towards the future.
• Diplomacy And Patience
• People Skills
• Strategic Thinking
• Listening
• The Ability to Set and Execute the Vision of the Company
   

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ROLE PURPOSE

• The NOC Specialist Transmission Assurance role is responsible for providing a NOC function within the Transmission Service Assurance space and support operations for global EBU customers. This entails Monitoring of Access Nodes, resolving and communicating failures as and when it occurs.

ROLE ACCOUNTABILITIES / KEY ACTIVITIES

• Assisting to resolve P1 to P4 failures by engaging with high level
• Provide transmission assurance support to & from Field Force Outsource for Edge and Access infrastructure
• Effectively communicate status of service outages and escalate as per established Vendor support and escalation matrix.
• Ensure that all faults are fixed within the relevant SLA.
• To use reports from OSS platforms to identify issues and failures that need corrective action.
• Provide transmission assurance support to Operations, NMG & EBU Edge and Access infrastructure
• Liaise with vendors and fibre providers for resolution of the network faults within the agreed timelines
• Perform scheduled preventive maintenance for proactive support for global customers.

Core Competencies

• The ability to lead and operate within a team structure
• High level understanding and experience in DWDM network
• Good knowledge & experience in the Optical Fiber technologies, and Synchronization.
• Good understanding of routing and transport protocols (BGP, OSPF, IS-IS, MPLS etc.)
• Troubleshooting skills
• Analytical thinker & solution oriented Resilient planning & implementation
• Symmetric, Nokia and application thereof

QUALIFICATIONS AND EXPERIENCE

• B-Tech degree Electrical or Electronic Engineering or IT related degree
• 3 - 5 years’ work experience in telecoms industry specific to Transmission Assurance (Maintenance) and Transmission Systems
• Minimum 5 years exposure in troubleshooting large IP/MPLS networks
• CCNA in Routing and Switching essential with CCNP advantageous